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Tuesday, December 11, 2018

Today, seemingly from nowhere, I lost all audio on my Echo Show Generation 2.

I ended up calling (they actually called me) to do PD.

We did a Reset to Factory Defaults. There were two choices of factory reset:

Reset to Factory Defaults

Reset to Factory Defaults but Retain Smart Home Device Connections

I asked the rep if I could keep the device settings and he said yes

After the very long factory reset with updates (just like Windows), audio still didn't work.

So he gave me instructions for mailing it back and they would send me another one, because mine is under warranty.

But he sent me an email without a packing slip. It was one of those annoying emails that gave me a scan I would have to show to the UPS guy. But I don't go to UPS. I get my packages picked up from my building, handled by a third party when I'm not there.

So I went into a chat and got the chat guy to print me a normal mailing label

Then I realized I needed to do another factory reset to make sure my Echo was really wiped.

So I did the full factory reset.

The speaker started working again.

So then I tried to reproduce what could have caused the sound loss in the first place. I played a movie on Plex in Firefox. Then I unplugged Echo in the middle of the movie.

Voila! I lost sound again.

Still, I don't know if it's a problem with my Echo Show or not. So I'm sending it back.

Left to ponder: could the neodymium drivers be getting corrupted?

I replied to the latest Amazon email saying that indeed, I will be sending it back today, and could they please put a rush on my new device, or perhaps ship it before they receive the one I'm returning? Their reply was no because they are going to fix the one I'm sending them, which is not what the rep had told me on the phone.

So now I've sent another email pointing out that's not what I was told, and moreover, because it's currently working, I may get my Echo Show back with nothing fixed.

Your Replacement Amazon Device Will Ship Soon

Inbox

x

no-reply@amazon.com

9:22 AM (2 hours ago)

to me

Order Confirmation

Hello,

We have completed our evaluation and determined that your device needs to be replaced. We will ship a replacement device to the delivery address you selected when you initiated the warranty service request. Your order number is 113-6330442-5306624
You can track the progress of your Warranty Service Center request here.
Your replacement device will be registered to your Amazon.com account, so as soon as you are connected, any content you’ve previously purchased or been entitled to should be available for download wirelessly.
Note that any settings and saved data on your previous device, such as parental controls, in-app items, or login information for apps and websites, may not be carried over to the replacement device. For GameCircle games with Whispersync enabled, your game progress should be saved in the Cloud.
Thank you for allowing us to work through this with you.

Your Amazon.com Echo Inquiry

Amazon.com<echo-look-support@amazon.com>

9:49 AM (2 hours ago)

to me

Hello,

I'm sorry for the inconvenience you had experienced with Echo Show device. This is definitely not what we want our customer's to experience.

I've checked your previous correspondence and tried to process the advanced replacement however system is processing the refurbished device. As per the replacement terms our systems are designed in such a way that If the purchase date is more than 30 days you'll receive the refurbished device.

If you'd like us to process the refurbished device as replacement, I request you to confirm us by following link below

As an alternate, you've purchased the device dated on October 24, 2018 with the price of $215.96 and the today price of the Echo Show device is $179.99. We will process the complete refund to your account, place an order for new device with fastest shipping method and return the old device with in 30 days. I request you to confirm us by following link below

So in the first email I clicked on the Warranty Service Center request, and what I got wasn't the correct page. It's a page listing my devices, and that's all.

I could not makes or tails of the first email.

In the second email, I chose the link that would allow me to choose a new replacement. All it took me to was a contact page, so I spelled out what I wanted and asked for confirmation. Below is what I wrote:

Regarding the email just sent to me by Sandeep Reddy, yes I choose the refund and the new device with fast shipping as you offered below (please confirm this for me): As an alternate, you've purchased the device dated on October 24, 2018 with the price of $215.96 and the today price of the Echo Show device is $179.99. We will process the complete refund to your account, place an order for new device with fastest shipping method and return the old device with in 30 days. I request you to confirm us by following link belowhttps://www.amazon.com/gp/help/contact-us?ie=UTF8&mode=email&#b

Then I mailed back my Echo Show via UPS (on 12/12/2018).

The package was still with the concierge when I received yet another email from Amazon saying they've accepted my return and here's my mailing label.

I printed the mailing label and ran downstairs to the lobby with my scissors and tape

When I got there, the UPS guys were just picking up the packages.

I checked and sure enough, the new mailing label had a different number than the old one that was already taped to the package.

I only had to time insert the new packing slip portion of the mailing label inside the package but couldn't get the old one out. So, both of them are in the box. And then I placed the new mailing list over the old one and taped it down.

Your feedback is helping us build Earth's Most Customer-Centric Company.

And so this is how I answered: I had no idea I wasn't supposed to have already mailed the return, as was previously arranged. It would have been improbable that any mere mortal could follow all the nuances of what has happened here.

So as soon as I saw your email, I printed the new mailing label, then ran downstairs to my building lobby just when the UPS man was picking up my package. I slapped on the new label, and now it's shipped.

But this means the power cord is not in the box because the rep told me not to include the power cord in the box. So now please make sure the return is not rejected due to the missing power cord!

I belong to a private, fee-based group of Pythonistas.

If you would like to know more about PythonistaCafe, where we share thoughts, ideas, fixes, and a sense of courteous community, look to Dan Bader, who started it all. He also offers free tips by email. Oh, and if you take an interest in good marketing writing, read his stuff for that reason too.

Wednesday, December 5, 2018

Use Hello Sign, which is a chrome extension that you can use with Google Drive.

I belong to a private, fee-based group of Pythonistas.

If you would like to know more about PythonistaCafe, where we share thoughts, ideas, fixes, and a sense of courteous community, look to Dan Bader, who started it all. He also offers free tips by email.
Oh, and if you take an interest in good marketing writing, read his stuff for that reason too.